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“AIR NEW ZEALAND - HOW COULD YOU GET IT SO WRONG”
Review of Air New Zealand


Reviewed August 6, 2024

I recently treated myself to a business class return flight to the UK with Air NZ, fortunately three legs of the travel was with Singapore Air (which was amazing) unfortunately the last leg of my travel was Singapore to Auckland on Air NZ. Singapore hostesses were so polite and helpful compared to the Air NZ hostesses. The comparison between the two airlines in like chalk and cheese. The seating on the Air NZ flight was uncomfortable and a bit ridiculous, the noise cancelling headphones were useless, I was in a front seat and I could clearly hear the conversation between two rather loud ladies in the back row. One particular hostess was very rude and abrupt during the whole flight. Instead of asking me what I would like for breakfast, she came up and said "You having breakfast?' The Singapore hostesses asked "Mrs ****** have you had time to browse the menu, what would you like to have this morning?" I had two lovely well behaved young boys sitting behind me and she was so impatient with them most of the flight. I will never fly Business Class with Air NZ again until they upgrade their planes and hopefully their hostesses.

Date of travel: July 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
1  Thank JulieJ3034
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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47 - 51 of 14,212 reviews

Reviewed August 3, 2024

After being delayed 5 hours they finally borded us at 11pm. When we got on the plane they advised the air-conditioning wasnt working and they were trying to fix it, we ended up sitting on the plane for 3 hours with no aircon with still having a 17.5 hour flight ahead us, we finally took off at 2am they then advised the food they had prepared was now no good so they had to discard it and they would bring us a snack. We got a couple of small snacks at 3am they nothing for 15 hours and by the time they got to the back of the plane they had run low on meals so we didnt get a choice of what we wanted.
Flight was actually to Auckland but apparently thats not an option either!

Date of travel: June 2024
2  Thank sherry b
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed July 29, 2024

4 customer service agents, each gave a different information, were dishonest to protect their and Air NZ's mistakes. One was a supervisor.
Very disappointing. The lack of care and accountability by the staff and the management team is shocking. They made mistakes in quoting prices, and lied about their mistakes, and all they did was to say 'I apologize' for each of their mistakes. Maybe more training is necessary, and hold your team accountable, not your customers.
One agent told me that 'Total Cost' means cost of each leg of the flight, and my understanding of 'total cost' is incorrect. I guess it all depends on what the definition of 'is' is.
I will now look at any other option before selecting Air NZ.
I'm saddened as I used to be very proud of Air NZ and used to recommend them to everyone. Something's happened since 10-15 years ago or so, and it's been downhill since.
Quality of plane food is terrible as well. (Apologies for the honest and direct feedback, but maybe someone will care to make a difference and bring quality and service back.)

- From a long time and very loyal customer.

Date of travel: July 2024
    • Seat comfort
    • Customer service
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight Entertainment
    • Value for money
    • Check-in and boarding
2  Thank minoub2014
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed July 29, 2024

WORST CUSTOMER SERVICE EV EVER
Flight to Chicago via Houston cancelled early morning before flight and allocated flight via Houston following day which I accepted as I could juggle accomodation and tours before flying on to Chicago. A few hours łater received SMS that I was on another flight on original date via San Francisco to Chicago bypassing Houston. TWO minutes later received another SMS saying that I was on the flight via Houston next day????
My travel agent advised me to go to the airport as he no longer could see my reservation as Air New Zealand were handling it. I arrived at the desk at Tullamarine to confirm next days flight and was told that there were no Business Class seats available- I informed them that I had just received sms a few hours ago stating I was on that flight and they told me that I should IGNORE MESSAGES AS THEY ARE AUTOMATEFD - REALLY???? How then do we communicate.
They were quite rude and put me on a flight via LA and dumped me in Chicago after midnight with no accommodation . It was becoming quite stressful and confusing for me but THEY JUST DIDNʼT CARE.
It was disappointing given that I had flown them to Vancouver the previous year with no issues.
I wrote to them and they agreed to refund $NZ250 towards accommodation in Chicago and also ʼgenerouslyʼ gave me 200 points towards another flight- absolute insult - is that how they treat their customers.

They ruined the start of my holiday as I will never be able to get to Houston to visit the Space Centre. Flying via Houston is more expensive than flying via East Coast USA They would not compensate me for the difference.

Date of travel: June 2024
2  Thank Adrienne B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed July 28, 2024

The service was great as Air NZ services are.

I am not one to write bad reviews as I know the impact on the business being in business myself. However my review I feel is needed for the service which we received being far from fair and reasonable.
Review is for the baggage claim. Terrible service and damaged baggage. Our car seat was broken beyond repair. No responsibility taken. Replacement was over $600 and only $100 airnz dollars offered. Only after pushing quite hard an extra $100 was offered but would not do anymore. Most insurance companies offer replacement now but air nz claimed their insurance only covers on depreciation cost of items.. hmm.

Very disappointing service bringing the air nz name down in its reputation.
Beware if travelling with anything of value and make sure is well wrapped or boxed as there is no care from handlers and no care when your items are damaged.

Date of travel: December 2023
1  Thank Lauren L
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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